EMEA RMA Portal User Guide

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Norah Bates
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1 EMEA RMA Portal User Guide

2 Intermec EMEA RMA Portal User Guide Contents 1. Logging on to the Portal Create RMA Track & Trace Change Password Page 2 v2.2, December 2011

3 1. Logging on to the Portal As a user you will be assigned a login and password which will give you full permissions to carry out all of the tasks you need to create and track your RMAs. The RMA portal is at and you will initially be taken to the Returns and Repairs login screen. The Portal operates in English, French, German, Italian and Spanish. The Portal will start in the default language of your browser (or English if your browser default is not one of English, French, German, Italian and Spanish). You can change the language using the drop down list in the top right hand corner. Enter your username and password and click login. Page 3 v2.2, December 2011

On the top right hand corner of every screen you will find: Option to change language (to one of English, French, German, Italian, Spanish) A link to a contacts page which lists the user contact

4 On the top right hand corner of every screen you will find: Option to change language (to one of English, French, German, Italian, Spanish) A link to a contacts page which lists the user contact addresses within Intermec EMEA A logout link which takes you back to the login screen After login you will be taken to the initial user choices screen as shown here.. Page 4 v2.2, December 2011

2. Create RMA Click on the link Create RMA, you will be taken to the Request a Repair Authorisation screen. In order to continue past this screen you must accept the repair terms and conditions.

5 2. Create RMA Click on the link Create RMA, you will be taken to the Request a Repair Authorisation screen. In order to continue past this screen you must accept the repair terms and conditions. You can click to expand and read the repair terms and conditions click on the I accept the Terms and Conditions button [note that by doing this you are entering a contract with Intermec] Page 5 v2.2, December 2011

If your country is not listed, please use the Contacts list to contact Intermec.

6 After you click on click on the I accept the Terms and Conditions button, you will be taken to the select hub dialog. In the drop down list box select the name of your country and click on the next button. If your country is not listed, please use the Contacts list to contact Intermec. By selecting your country and clicking on Next you will be taken to a screen where the address is shown for you to send your device to for repair. The example shown here is for an Italian customer Page 6 v2.2, December 2011

7 You are now at the Select serial numbers dialog. Click on the + Add serial number button to enter the serial number of the device to be repaired. Note that EVERY device that is to be returned for repair must be entered in the Portal. For example, to return four devices for repair, use the + Add serial number process four times. Page 7 v2.2, December 2011

8 You will be taken to the add serial number dialog. Type in the serial number of the device for repair. The Model number and Model description fields will be automatically filled, as will the Warranty? and Contract? fields. The dialog will confirm that you have entered a valid serial number. Select the most appropriate Fault from the drop down list and in the Fault description box enter any free text for additional fault description or comments that you wish to record. Page 8 v2.2, December 2011

9 The check boxes next to Warranty? And Contract? Enable you to advise Intermec if you believe to information shown is wrong (e.g. if you believe the device is on Warranty even though the Warranty? Text says NO). Some customers have userdefined fields available. If they are available, they will appear in this space. After completing the input, click on the Add serial number button to confirm the entry. Page 9 v2.2, December 2011

10 Multiple devices can be added by multiple uses of the Add serial number button. It is important that EVERY device being returned for repair is recorded on the Portal BEFORE despatch to Intermec. When details of each device to be returned for repair have been entered, click on the Next button to proceed to the select device return address dialog Page 10 v2.2, December 2011

Select device return address dialog The return address should already show in the list on the page, so select the correct address (it will then be highlighted with a dark blue colour) and press the

11 Select device return address dialog The return address should already show in the list on the page, so select the correct address (it will then be highlighted with a dark blue colour) and press the Next button. Only use the Add address button if the correct return address is NOT listed. In this case you will be prompted to enter a new return address. Note: please only input the return address: NAME1 : Company name (NOT contact name see below) NAME 2 + Street : Address line 2 POSTAL CODE : post code (if any) CITY COUNTRY Details of contact name/phone are added on a later screen. Page 11 v2.2, December 2011

12 Select billing address dialog If the billing address appears in the list, select it (it will be highlighted with a dark blue colour) and press the Next button. If it does not appear in the list, please contact your Intermec Service contact. Page 12 v2.2, December 2011

13 The final step is to enter your contact details. This is supplied to the carrier for the return shipment following repair. Enter the data and press Next. RMA Summary screen This screen enables you to check that all the details entered are correct prior to submitting the RMA. If not use the Back button to move through the previous screens to correct the data. When all the data is correct click the Confirm button. Page 13 v2.2, December 2011

14 Repair Order confirmation screen The serial number, return and billing addresses you have selected or created will be shown at the right hand side of the screen. For each device, the RMA number will be shown along with warranty and contract status. The status of the order should be set to OK. If the status is set to Fail it means the RMS has not been successfully created, in this case you should try to create the RMA again or call your Intermec Click on the Print PDF button to create the RMA documentation in PDF format. There will be one page for each device being sent for repair. Print two copies of this document. One copy should be attached to the device being returned and the other attached to the outside of the packaging with the Send device to: address clearly visible. Finally, use the New order button to start creating a new RMA or the Logout button to return to the login screen. Page 14 v2.2, December 2011

3. Track & Trace Track & Trace enables you to monitor the progress of RMAs which have been entered into the Portal. Click on the link Track & Trace, you will be taken to the Track & Trace screen.

15 3. Track & Trace Track & Trace enables you to monitor the progress of RMAs which have been entered into the Portal. Click on the link Track & Trace, you will be taken to the Track & Trace screen. You can search for an RMA using a range of criteria. Two options enable you to search for individual devices: Enter a specific RMA number and click Search. Details of the RMA will be displayed. Enter a specific device serial number and click Search. Details of all RMAs for that serial number will be displayed. For other search options, see next page. Page 15 v2.2, December 2011

16 As well as searching for a specific RMA or Serial number, you can search for RMAs using a range of criteria. All such selections must be for a date range date range for RMA creation date, Goods In date (date booking in at depot) or Shipped (after repair) date can be selected. This can be further restricted to a specific customer number, or contract number, or country, or depot (or any combination!) Page 16 v2.2, December 2011

The search will return a list of all RMAs that meet your selection criteria. The current status of the RMA is also shown. You can download all the RMA details to an Excel spreadsheet.

17 The search will return a list of all RMAs that meet your selection criteria. The current status of the RMA is also shown. You can download all the RMA details to an Excel spreadsheet. You can open an individual RMA record by clicking on the magnifying glass icon at the right hand end of the line. The expanded display will show RMA information, device information and status history. Page 17 v2.2, December 2011

18 The RMA display shows all known information about the RMA and the device. Contract number will only show if the device is on a service contract. Page 18 v2.2, December 2011

19 Repair information will show after the repair is complete and the device has shipped. If the POD date has been returned by the carrier then it will show here also, but the tracking number will enable appropriate tracking of the device. All known major events in the life of the repair will show here. Customers can reprint the original RMA papers if required. All the information from the track and trace summary page can be downloaded to an Excel spreadsheet RMA No. Model No. Serial No. Customer Customer name Contract Create date Receive date Date to quote Date quote accepted Ship date Status Status time POD date IMN A6100E800N ADIDAS ESPAÃ A S.A. N/A 21/11/ :55 21/11/ :45 23/11/ :23 Quote issued 23/11/ :23 IMN CK3B10N00E ETISCAN GMBH /11/ :12 22/11/ :56 23/11/ :05 Delivered Accepted 24/11/ :41 24/11/ :41 IMN CK3B10M00E ETISCAN GMBH /11/ :57 22/11/ :57 24/11/ :52 Delivered Accepted 25/11/ :43 25/11/ :43 IMN CN2BA21E GS FRACHTLOGISTIK GMBH /11/ :36 22/11/ :06 23/11/ :08 Delivered Accepted 24/11/ :35 24/11/ :35 Page 19 v2.2, December 2011

20 4. Change Password Change password enables you to change your Portal password so that it is unique to you. Within this dialog you can change the password for the account that you are currently logged in on. Click on the link Change Password, you will be taken to the Change Password screen. You will be taken to the change password screen. Simply type in the old password and the new password (twice) and click on the Change Password button. Use the Back button to return to the Returns & Repairs screen. Page 20 v2.2, December 2011

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